Manager, Channels Systems Support  

Company: Equity Bank Rwanda
Position: Manager, Channels Systems Support
Positions: 1
Location: Rwanda
Deadline: 17 September 2026

Job Summary

Equity Bank Rwanda is seeking a qualified and experienced professional to join its team as Manager, Channels Systems Support.

The Manager, Channels Systems Support will be responsible for the strategic management, availability, performance, security, continuous improvement and growth of Equity Bank Rwanda's digital banking channels.

The role will provide leadership across the Bank's customer-facing digital ecosystem, including mobile banking, USSD, internet banking, digital payments, merchant and acquiring channels, APIs, third-party integrations and other emerging digital banking technologies.

The successful candidate will work closely with Business, IT, Operations, Risk, Information Security, Finance, Compliance, Customer Experience and external technology partners to ensure reliable, secure and customer-focused digital banking services.

Key Responsibilities

Digital Channel Strategy

  • Develop and execute the Bank's digital channel strategy.

  • Define the roadmap for digital channel growth and modernization.

  • Drive customer adoption of digital banking services.

  • Identify opportunities to digitize banking products and services.

  • Promote migration from branch-based and manual transactions to digital channels.

  • Monitor digital user growth, transaction volumes and digital revenue.

  • Identify emerging technologies and digital banking trends.

Digital Channel Operations

  • Ensure high availability, reliability and performance of digital banking channels.

  • Monitor channel availability, transaction success rates and response times.

  • Coordinate incident management and root-cause analysis.

  • Lead resolution of recurring digital-channel problems.

  • Coordinate system maintenance, upgrades and releases.

  • Ensure appropriate business continuity and disaster recovery arrangements.

Customer Experience

  • Improve the digital customer experience across all channels.

  • Monitor customer journeys and identify areas affecting digital adoption.

  • Use customer feedback, complaints and analytics to improve services.

  • Simplify digital onboarding, authentication and transaction processes.

  • Promote accessibility, usability and consistency across digital platforms.

Digital Product Management

  • Translate business requirements into digital-channel solutions.

  • Manage digital products from concept and development through deployment.

  • Prioritize enhancements based on business value, customer impact and risk.

  • Coordinate user acceptance testing and business readiness.

  • Ensure proper documentation, training and communication for new digital features.

Technology & Integration Management

  • Work with IT teams to integrate digital channels with core banking and supporting platforms.

  • Oversee integrations with payment switches, mobile network operators, fintechs and aggregators.

  • Ensure appropriate API governance and integration standards.

  • Monitor interfaces and transaction flows.

  • Support scalable and reusable digital technology solutions.

Payments & Digital Transactions

  • Monitor digital payment processing and transaction performance.

  • Track payment success rates, reversals and failed transactions.

  • Support interoperability initiatives involving banks, mobile money operators and fintechs.

  • Ensure appropriate controls around digital transactions and payment processing.

Cybersecurity, Fraud & Risk

  • Ensure digital channels comply with information-security policies and regulatory requirements.

  • Work with Information Security and Fraud teams to identify and mitigate risks.

  • Monitor authentication, authorization and transaction controls.

  • Participate in vulnerability assessments, penetration testing and security reviews.

  • Ensure timely remediation of identified security weaknesses.

Regulatory Compliance

  • Ensure compliance with applicable requirements of the National Bank of Rwanda and other relevant authorities.

  • Support regulatory audits and examinations.

  • Ensure appropriate audit trails and transaction records are maintained.

  • Implement corrective actions arising from internal and external audits.

Vendor Management

  • Manage relationships with digital-channel technology vendors and service providers.

  • Monitor vendor performance and compliance with service-level agreements.

  • Participate in vendor selection, due diligence and contract reviews.

  • Manage escalations involving critical vendor incidents.

Data & Performance Management

Develop and monitor performance indicators covering:

  • Active digital customers

  • Digital customer acquisition

  • Digital transaction volumes and values

  • Channel availability

  • Transaction success rates

  • Failed and reversed transactions

  • Average response time

  • Digital adoption and usage

  • Customer satisfaction

  • Digital revenue

  • Cost per transaction

  • Incident volumes and resolution time

  • Fraud and security incidents

  • Vendor SLA performance

Projects & Digital Transformation

  • Lead or participate in strategic digital banking projects.

  • Manage digital-channel implementation projects.

  • Coordinate cross-functional project teams.

  • Manage project risks, timelines and deliverables.

  • Support innovation involving fintech, AI, automation, APIs and emerging payment technologies.

People & Leadership

  • Lead and develop the Digital Channels team.

  • Establish objectives, KPIs and performance expectations.

  • Build a culture of customer focus, innovation and accountability.

  • Coach and develop team members.

  • Promote collaboration between Technology, Business and Operations.

Key Qualifications and Experience

  • Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Information Systems or a related field.

  • A Master's degree in Business Administration, Information Technology, Digital Transformation or a related discipline is an added advantage.

  • Professional certifications such as ITIL, Project Management, Agile, Digital Banking or Cybersecurity are desirable.

  • 5–10 years of relevant experience in banking technology, digital banking, digital channels, payments or financial technology.

  • At least 3–5 years of experience in management or senior technical leadership.

  • Experience managing digital banking platforms and customer-facing technology.

  • Strong experience with mobile banking, internet banking, USSD and digital payments.

  • Experience managing banking integrations and third-party technology providers.

  • Experience in digital-channel operations, incident management and service availability.

  • Experience managing technology projects and digital transformation initiatives.

  • Experience working in a regulated financial-services environment is strongly preferred.

Technical Competencies

Candidates should have strong knowledge of:

  • Digital banking platforms

  • Mobile applications

  • USSD banking

  • Internet banking

  • Payment systems

  • Card and merchant acquiring

  • APIs and system integration

  • Core banking integration

  • Payment switches

  • Digital identity and authentication

  • Cybersecurity and fraud management

  • IT service management

  • Cloud and modern technology architectures

  • Data analytics and digital-channel reporting

  • Business continuity and disaster recovery

  • Agile and product development methodologies

Leadership & Behavioural Competencies

  • Strategic thinking

  • Customer-centric mindset

  • Digital and technology leadership

  • Analytical and problem-solving skills

  • Decision-making and accountability

  • Stakeholder management

  • Vendor negotiation

  • Communication and presentation skills

  • Change management

  • Innovation mindset

  • Team leadership and coaching

  • Ability to work under pressure

  • Strong business and commercial acumen

How to Apply

Applicants should submit an updated CV, relevant certificates and testimonials through the application link provided by Equity Bank.

Application Deadline: 17 September 2026

Only shortlisted candidates will be contacted.

Application Link: Equity Bank Careers Portal

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